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Ryanair Labs is the technology brand of Ryanair. Labs is a state of-the-art digital & IT innovation hub creating Europe's Leading Travel Experience for our customers. The Ryanair platform has over 1 billion visits per year. By joining Ryanair, you will develop cutting edge tech solutions inside Ryanair, transforming aviation for Pilots, Cabin Crew & Ground Ops, as well as driving the tech experience for our customers on Europe’s largest travel website
**_ The Department_**
120m passengers choose to fly with us this year and through our ‘’Always Getting Better’’ programme we are passionate about exceeding our customers’ expectations. Whether it is via social media, on the phone or online, we are on hand to provide vital support to our customers when they need it most. The continued drive to improve our customer experience has been reflected in the record passenger numbers and load factors we have had over the last 3 years.
**Requirements**:
**The Role**
**Responsibilities**
- Support the CS management team in responding to EU261 claims in a timely manner.
- Gathering information using different systems in the preparation of EU261 cases.
- Responding to written correspondence in line with the Customer Service Department’s service levels and procedures.
- Understand and interpret claims and correspondence.
- Working to tight deadlines in a dynamic environment.
- Liaising with internal and external departments on a regular basis.
- Reporting and communicating to management solutions to any problems which arise.
- Providing regular support to our Customer Service team on EU261 and other consumer matters, keep records, databases, and systems up-to-date, and ensure the timely payment of claims.
- Occasional ad hoc duties will be required to support the team.
**What are we offering?**
This is a great opportunity to be part of a busy Customer Service team at Europe’s number one airline, be involved in strategic decision-making, and gain significant exposure to both internal and external senior stakeholders and a real breadth of CS experience in a multicultural environment.
The position will be based at our Madrid city centre office.
**Skills/Experience Required**:
- Previous experience in a similar Customer Service/Claims Handler role would be an advantage.
- Fluency in English and another European language would be an advantage.
- Good knowledge of Microsoft Office suite.
- Excellent organisational, written, and verbal communication skills.
- Must have flexible approach and ability to remain diplomatic and tactful whilst working under pressure.
- Energetic and enthusiastic individual looking to thrive and progress in an expanding company.
- Ability to work independently and as part of a team.
- Detail orientated; ability to complete large volume of work quickly.
**Benefits**
- Permanent contract
- Hybrid model of work, possibility to work from home 2 days a week
- Staff travel discounts from day one
- Office in the beautiful City Centre
- Amazing atmosphere, Game Room
- Referral bonus system
